The Customer Success Pro Podcast

Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkout Download The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success professionals in driving revenue without resorting to...

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro The Objection Handling Guidebook for CS: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Courtney Balban, VP of Customer Success at Leadr, a manager enablement platform. They unpack how Courtney went...

Download the CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc/checkout In this episode of The Customer Success Pro Podcast, Anika Zubair reveals why so many talented CSMs get overlooked for promotions and how to fix it with a clear promotion-focused goal-setting strategy. She explains the difference between performance goals and promotion goals, why revenue alignment mat...

Grab your copy of the 2025 Customer Experience Benchmarks Report: everafter.ai/benchmark In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Alana Stoltzfus, a leader in digital customer success at Okta. They discuss the evolution of customer success, the importance of digital growth, and how Okta's Success Hub enhances customer experience through personalized r...

Download The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout In this episode of The Customer Success Pro Podcast, Anika Zubair takes a deep dive into one of the most misunderstood tools in Customer Success: the Quarterly Business Review (QBR). Too often, QBRs turn into reporting sessions that fail to create impact or executive align...

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkout In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Sean Reid, an award winning CS leader. They explore why “green” health scores can mask real risk, how to spot...

Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/ In this episode of the Customer Success Pro Podcast, Anika Zubair explores the phenomenon of customer ghosting, particularly during the Halloween season. She discusses the reasons why customers may go silent, the common mistakes made by customer success professionals, and effective strateg...

Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/ In this episode, Anika Zubair discusses the challenges and strategies for building a Customer Success (CS) function from scratch. She shares her personal experiences, common mistakes to avoid, and emphasizes the importance of strategic focus, collaboration across teams, and measuring succe...

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-event In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical role of handling objections during the renewal process. She emphasizes that objections should be viewed as opportunities for engagement rather than roadblocks. Anika shares common mistakes made by customer succ...

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-event In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical need for companies to invest in their customer success teams with the same vigor as their sales teams. She highlights the common pitfalls in customer success training, the importance of building commercial conf...

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success...

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc In this episode of the Customer Success Pro Podcast, Anika Zubair shares her personal journey from a Customer Success Manager (CSM) to the Vice President of Customer Success in just seven years. She discusses the common mistakes that keep professionals stuck in their careers and provides actionable strategies for caree...

Signup for RevUP Academy: https://thecustomersuccesspro.com/revup In this episode, Anika Zubair discusses the importance of the first 90 days in a customer's journey, emphasizing that this period is crucial for adoption and long-term success. She outlines common mistakes made by customer success managers, such as focusing too much on features rather than outcomes, and provides a detailed play...

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro Podcast, host Anika Zuber speaks with Chad Hornerfeld, VP of Customer Success at Sienna AI, about the evolution of customer success and the importance of strategic customer success management. They discuss the shift from traditional customer success roles to a more strateg...

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode, Anika Zubair discusses the critical topic of handling product delays in customer success. She emphasizes that product delays are not just timeline issues but also trust issues that can significantly impact customer relationships. Anika outlines common mistakes made by Customer Success Managers (CSMs...

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc In this episode, Anika Zubair discusses the common mistakes made by customer success leaders and how to avoid them. She emphasizes the importance of aligning customer success with revenue, building a high-performing team, defining success metrics, and becoming a strategic partner within the organization. Anika shares h...

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of building a customer-centric culture within organizations. She highlights common mistakes companies make in their approach to customer success and outlines actionable steps to create a culture that prioritizes customer outcomes...

Join the VIP Waitlist for RevUP: https://www.thecustomersuccesspro.com/revup In this episode, Anika Zubair discusses the transition from customer service to customer success with Lena Therese Zimmerman, Head of Customer Experience at Do Instruct. They explore the importance of curiosity, team collaboration, and the need for a strategic approach in customer success. Lena shares her journey in trans...

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc?coupon_code=PODCAST50 In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of taking charge of one's career development in customer success. She discusses the necessity of creating a personal development plan, identifying skills gaps, and proactively tracking accomplishments...

Download the FREE Revenue guide: https://thecustomersuccesspro.com/resources In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the critical role of active listening in customer success. She discusses common mistakes customer success professionals make, such as listening to reply instead of understanding, and offers practical strategies to enhance listening skills. Anika...

Signup for the RevUP Academy: https://www.thecustomersuccesspro.com/revup In this episode of The Customer Success Pro podcast, Anika Zubair discusses the common challenges faced by customer success professionals, particularly around time management and prioritization. She emphasizes that the real issue is not a lack of time but rather the inability to prioritize effectively. Anika outlines three m...

Signup for the RevUP Academy: https://www.thecustomersuccesspro.com/revup In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical metric of Time to Value (TTV) in customer success. She emphasizes the importance of quickly demonstrating value to customers to enhance retention and drive revenue growth. The episode covers common mistakes that customer success managers...

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro Podcast, host Anika Zuber and guest Kelley Turner, SVP of Global Customer Success at Vitally, discuss the critical role of customer segmentation in driving effective customer success strategies. They explore the importance of understanding customer needs, the balance betwe...

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclass In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of negotiation skills for customer success managers (CSMs). She discusses how CSMs often overlook their negotiation role, leading to missed opportunities for renewals and upsells. Anika outlines common mistakes CSMs make duri...

In this episode of the Customer Success Pro Podcast, Anika Zubair discusses how customer success professionals can drive customer growth without feeling like salespeople. She emphasizes the evolving role of customer success as a revenue-driving function and the importance of building trust with customers. Anika outlines common mistakes in customer expansion, the significance of the expansion minds...